Improving service quality through managing customer contact: Case of airlines

Title
Improving service quality through managing customer contact: Case of airlines
Authors
김승철
Keywords
customer contact; service quality; service operations; airline services; airlines
Issue Date
2015-02
Publisher
Inderscience
Citation
International Journal of Productivity and Quality Management, v. 15, NO 2, Page. 203-214
Abstract
Service products are consumed by customers as soon as they are produced and delivered. In the service operations, customer contact is an essential part of the service delivery process. Often, the mode and degree of customer contact affects the service quality, and thus customer contact could be an important determinant of service quality. Customer contact is an important element of service process design and management for such industries as airline, hotel, restaurant, etc. In customer contact, there are two aspects: quantity and quality of contact. In this paper, we focused on the quantity aspect of customer contact and investigated its impact on service quality. This paper examines the relationships between the degree of customer contact, i.e., a quantitative measure, and the service quality, and attempts: 1) to assess the impacts of customer contact on the service quality
URI
http://hdl.handle.net/20.500.11754/21847http://www.inderscience.com/offer.php?id=67763
ISSN
1746-6474
DOI
http://dx.doi.org/10.1504/IJPQM.2015.067763
Appears in Collections:
COLLEGE OF BUSINESS[S](경영대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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